Product Support Technician, Catapult Sports

Performance and Health

$38-75.5k

OTE

This range is inclusive of base salary and a target incentive plan (which may include equity, commission, or other bonus structures)

Salesforce

Zendesk

Junior level

Remote from US

Sports technology for athlete performance

Be an early applicant

Sports technology for athlete performance

501-1000 employees

B2CB2BAnalyticsSaaSSportsData Analysis

Be an early applicant

$38-75.5k

OTE

This range is inclusive of base salary and a target incentive plan (which may include equity, commission, or other bonus structures)

Salesforce

Zendesk

Junior level

Remote from US

501-1000 employees

B2CB2BAnalyticsSaaSSportsData Analysis

Company mission

To unleash the potential of every athlete and team on earth.

Job

Company

Role

Who you are

1-2 years of technical support experience required. Willing to go above and beyond for the customer
Associate degree in Computer Science, IT, sports science or equivalent experience in a related field
Prior troubleshooting experience with PC based systems
Experience with support ticketing platforms; Salesforce and Zendesk preferred
Experience working with hardware and/or wearable technology preferred
Experience with Catapult Openfield platform preferred
Ability to work extended hours and on weekends
Ability to thrive in a dynamic work environment and see tasks through to completion
Great understanding of a range of sports. Including the challenges that athletes and coaches face
Research shows that while men apply for jobs when they meet an average of 60% of the criteria, women and other marginalized groups tend to only apply when they check every box. So if you think you have what it takes, but don't meet every single point in our job ad, please still get in touch!

What the job involves

We are looking for a talented and proactive Product Support Technician to support the rapidly growing customer base of our ambitious, fast-growing and transforming company
You will be the customer’s first point of contact to resolve product issues for customers all around the globe
We believe that our customers deserve the best platform and we pride ourselves in the service we deliver
We are on a mission to maximise and enhance their performance through delivering a high quality customer experience
Our support team must match this ethos by taking responsibility for constantly improving productivity and development of self and be able to excel in a fast-paced environment
Provide technical support assistance to clients through phone, email or live chat conversation
Provide assistance and all necessary coordination in the installation of client computer software products, the modification, and repair of hardware and the resolution of client technical problems
Deliver remote on-boarding to new users as required
Retain ownership of problems through to resolution to ensure a high level of user satisfaction
Knowing when to escalate problems to the Senior Product Support Technicians
Record details of all incoming support requests in line with company procedures ensuring accurate information is obtained
Create support content for the online help center, as required
Help validate new software features, including getting hands-on with the technology out in the field
Help validate and update support processes
Work collaboratively with other members of the global support team and engineering department , including testing, staging & servicing of devices when required
Attend onsite client visits and special events as and when required
Work on-call over weekends as required by team schedule
9AM-5PM PST Schedule

Our take

Catapult is a leader in the sports technology market, pioneering wearable technology that provides valuable insights to help athletes prevent injuries, optimise performance and manage their return to play. Over time, the company has expanded its offerings to include advanced wearable analytics, video analysis tools, and athlete management systems.

The company boasts an elite clientele including thousands of big-name teams worldwide, such as Real Madrid, Bayern Munich, the New York Giants, and the Australian Cricket team. These teams rely on Catapult's cutting-edge technology to monitor and improve athletes' performance across training and competition.

This is a good demonstration of Catapult's value, but where it stands out is in its support of grassroots athletes and clubs. Essentially, while many consumer-grade wearables excel at collecting data, they fail to guide people in using it effectively. To address this, Catapult creates tailored training plans to help amateur athletes leverage data for better results in a similar way to professionals.

Kirsty

Company Specialist at Welcome to the Jungle

Insights

-5% employee growth in 12 months

Glassdoor (2.8)

Trustpilot (2.6)

Company

Company HQ

Prahran, VIC

Leadership

Will Lopes

(CEO & Managing Director)

Joined Catapult in 2019 as CEO and Managing Director. Previously spent 19 years at Audible in a number of roles, including Executive Vice President of International Operations and CRO. They also founded Corridor Services where they served as the CEO.

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